Support Engineer

• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues
• Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business
• Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future
• Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise
• If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths
• Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it
• Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles
• Adhering to key customer and team-focused metrics to maintain high standards in performance

Product Support Analyst

• Recruit, hire, and train high-performing technical support teams across global locations
• Oversee support delivery for one or more product suites, ensuring contractual coverage
• Foster a culture of inclusion, growth, and accountability within the team
• Conduct performance reviews and manage incentive plans, coaching both top and underperforming staff
• Lead strategic improvement initiatives and collaborate across teams for broader rollout
• Manage time-critical communications for incidents, maintenance, and releases
• Drive performance against KPIs including response time, resolution time, and customer satisfaction
• Own senior-level client escalations and support the team in de-escalating complex situations
• Support integration of new acquisitions into standard support processes
• Identify reporting needs and partner with Business Systems to deliver accurate insights
• Ensure timely updates to internal and external documentation and training materials
• Serve as on-call Client Communications Manager during critical incidents (rotational)
• Collaborate with technical stakeholders to minimize customer impact during maintenance

Senior Manager – Technical Support

• Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch
• Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause
• Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way
• Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution
• Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience
• Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology
• Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team
• Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact

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Product Support Analyst

Senior Manager – Technical Support

Customer Support Engineer